I received a wrong or damaged product. What should I do?
We’re so sorry that your product you ordered arrived damaged. To help us resolve this for you quickly, please email firstname.lastname@example.org within 1-5 working days of arrival or within 30 days to email@example.com with your order number and photo and any other information about the damaged item. We’ll get back to you with a resolution as soon as possible.
Where are product/merchandise returns sent?
The return address of your store is by default Printful’s, and is based on where your package was fulfilled:
- Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
- Packages sent out from our facility in Canada are returned to: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
- Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
- Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
- Packages sent out from our UK facility are automatically returned to Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ.
- Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).
- Packages fulfilled by our partner facilities in Japan are returned to: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan (apparel orders); Ibe 15, Kunogi, Nakanoto, Kashima, Ishikawa prefecture, Japan 929-1801 (non-apparel orders).
- Packages fulfilled by our partner facility in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.
How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense.
If your customer would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.
If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 30 days.
What if the recipient’s address was wrong?
If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we’ll contact you for an updated address.
If the package was not returned to sender, then you would have to process a new order to replace the original.
How do I report a problem with my order?
Please report your problem to firstname.lastname@example.org within 1-5 business days of receiving your order.
Be aware that Printful (the company that is creating and sending the product to you) may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
What if an order gets lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date to Printful. So please don’t delay in submitting and reporting your problem. But no worries!
We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double-check that your customer got in touch with the shipping carrier to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but your customer thinks they haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to email@example.com, then we’ll gladly send a replacement at no cost to you.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 1-5 days to firstname.lastname@example.org or within 30 days after the product is received to email@example.com. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
What happens if a package wasn’t delivered to my customer, but the tracking states that it was?
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Printful or Remind My Life won’t cover the cost of reshipping or refunding the order.
There may be cases where the delivery was made, but the package was left in an unexpected location at the customer’s address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”
If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
Do we offer returns or refunds?
We do offer returns as stated above and we only offer refunds on receiving the wrong order or a damaged item as stated above. If these apply to you please let us know at firstname.lastname@example.org within 1-5 business days of receiving the wrong item or damaged goods. Or within 30 days to email@example.com. We don’t offer refunds on merchandise unless it is under the conditions stated above. We ask that you are mindful when placing orders. Check sizes, colours, names, addresses, states, countries all before pressing the submit or purchase button. It is up to you to do your own due diligence in placing your order.
Can I exchange for a different size or colour? At this time we don’t offer product exchanges. If you are unsure of what sizes to choose, please check out our sizing charts- we have listed for every item listed on our store in the product description section.
Though rare, its possible that an item you ordered was mislabelled. If thats the case please let us know at firstname.lastname@example.org within 1-5 business days of delivery or within 30 days of delivery to email@example.com. Include your order number and photo of your mislabelled product and we will send you a new one or issue you a refund.
Products and items are created at the point of sale using print on demand service called printful so we don’t create unnecessary waste going to landfills.